{"id":658365,"date":"2023-12-04T06:05:48","date_gmt":"2024-02-07T10:44:35","guid":{"rendered":"https:\/\/www.capgemini.com\/ca-en\/?p=658365&#038;preview=true&#038;preview_id=658365"},"modified":"2024-03-16T03:02:59","modified_gmt":"2024-03-16T07:02:59","slug":"enhancing-contact-center-performance-through-effective-workforce-management","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/ca-en\/insights\/expert-perspectives\/enhancing-contact-center-performance-through-effective-workforce-management\/","title":{"rendered":"Enhancing contact center performance through effective workforce management"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Enhancing contact center performance through effective workforce management<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/Vinay-Patel-1.jpg?w=200&amp;quality=10\" alt=\"Vinay Patel\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Vinay Patel<\/h5><h5 class=\"blog-date\">5 December 2023<\/h5><\/div><\/div><div class=\"brand-image\"><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"grid-container\"><div class=\"col-12 col-md-2\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/insights\/expert-perspectives\/should-i-stay-or-should-i-go-my-2-cents-on-current-and-future-leaders-in-digital-process-automation\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/insights\/expert-perspectives\/should-i-stay-or-should-i-go-my-2-cents-on-current-and-future-leaders-in-digital-process-automation\/&amp;text=Should%20I%20stay%20or%20should%20I%20go%3F%20-%20my%202%20cents%20on%20current%20and%20future%20leaders%20in%20digital%20process%20automation%C2%A0\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/insights\/expert-perspectives\/should-i-stay-or-should-i-go-my-2-cents-on-current-and-future-leaders-in-digital-process-automation\/&amp;text=Should%20I%20stay%20or%20should%20I%20go%3F%20-%20my%202%20cents%20on%20current%20and%20future%20leaders%20in%20digital%20process%20automation%C2%A0\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div><div class=\"article-text article-quote-text\">\n<p>In today&#8217;s customer-centric business landscape, the contact center plays a pivotal role in shaping customer perceptions and experiences. A single interaction with a contact center can influence a customer&#8217;s opinion about a company, and with customer expectations continually rising, contact center must adapt to meet these demands. To achieve this, businesses are turning to advanced strategies and technologies that encompass end-to-end workforce management. In this blog, we explore the essential elements of effective workforce management, focusing on sound forecasting, strategic planning, shift pattern definition, and tactical management, all of which are crucial for enhancing contact center performance.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Sound forecasting: The foundation of efficient workforce management<\/strong><\/h3>\n\n\n\n<p>Effective workforce management begins with sound forecasting, which encompasses three key areas:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Long-term forecasting:<\/strong> This involves looking ahead for more than a month, allowing contact centers to plan for recruitment, training, and holiday scheduling. It considers seasonality and anticipated changes due to promotions and product launches.<\/li>\n\n\n\n<li><strong>Medium-term forecasting:<\/strong> Covering the range from one day to one month ahead, this aids in scheduling non-inbound workload and planning for overtime. These forecasts are based on recent trends and adjusted for anticipated changes and events.<\/li>\n\n\n\n<li><strong>Short-term forecasting:<\/strong> For within-day and day-ahead planning, short-term forecasting offers early warnings for incoming call spikes or drops. It helps contact centers to activate contingency plans to maintain service levels. This dynamic forecasting often relies on past profiles of similar days.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading has-text-align-left\"><strong>Strategic Planning: Streamlining complex workloads<\/strong><\/h3>\n\n\n\n<p>Traditional contact centers were primarily reactive, handling inbound calls. However, technological advancements have transformed them into modern contact center dealing with a wide range of tasks, including inbound and outbound calls, emails, and various customer relationship management activities. The traditional approach of setting up specialized teams for each task has become inefficient as the workload becomes more complex.<\/p>\n\n\n\n<p>Optimization modelling is essential for efficient workload aggregation and team structuring. It considers factors such as workload volumes, skills and training requirements, target response times, and service levels. Simulation modelling is used to validate potential efficiency improvements and understand the impact of changes to team structures and call overflow rules.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-shift-pattern-definition-meeting-service-level-expectations\"><strong>Shift pattern definition: Meeting service level expectations<\/strong><\/h3>\n\n\n\n<p>Given the typical variation in call arrival patterns within the day and across the week, defining shift patterns is critical for meeting target service levels. Determining the number of agents needed to handle calls during each half-hour period can be relatively straightforward using Erlang models. These models calculate the agent requirement based on forecasted call volume, average call handling time, and target service levels.<\/p>\n\n\n\n<p>Optimization techniques help identify the best-fitting shifts while considering practical constraints, such as minimizing complexity and avoiding large-scale changes to existing shifts. Micro-scheduling allows flexibility by letting remote agents self-select their hours, contributing to the overall efficiency of the contact center.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-tactical-management-proactive-service-level-maintenance\"><strong>Tactical management: Proactive service level maintenance<\/strong><\/h3>\n\n\n\n<p>Contact center workloads are known for their variability, with random spikes and troughs affecting service levels. To proactively manage this, tactics such as call overflow between groups or sites, brief call details collection with call-backs, and the use of recorded messages to filter out non-urgent calls can be employed.<\/p>\n\n\n\n<p>During dips in workload, call allocation rules can be adjusted to focus slack time on groups of agents who can concentrate on other tasks. Real-time marketing efforts, tailored to individual customer needs, can also help improve efficiency and customer satisfaction.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-the-role-of-data-analytics-and-technology\"><strong>The role of data analytics and technology<\/strong><\/h3>\n\n\n\n<p>In addition to the key elements of workforce management, data reporting and <a href=\"https:\/\/www.capgemini.com\/solutions\/data-powered-financial-services\/\" target=\"_blank\" rel=\"noreferrer noopener\">data analytics<\/a> play a critical role in optimizing contact center operations. <a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2023-01-09-gartner-survey-finds-customer-data-and-analytics-as-top-priority-for-achieving-customer-service-and-support-goals-in-2023\" target=\"_blank\" rel=\"noreferrer noopener\">In a survey conducted by Gartner<\/a>, 84% of customer service and service support leaders cited customer data and analytics as \u201cvery or extremely important\u201d for achieving their organizational goals in 2023. Various types of call center analytics, including speech analytics, desktop analytics, predictive analytics, and self-service analytics, provide valuable insights for improving customer support and satisfaction.<\/p>\n\n\n\n<p>Technology, particularly <a href=\"https:\/\/www.capgemini.com\/solutions\/contact-center-transformation\/\" target=\"_blank\" rel=\"noreferrer noopener\">Omni-channel cloud contact center software<\/a>, complements workforce management by ensuring a consistent customer experience across multiple channels. Features like omni-channel routing, quick and efficient routing, powerful integrations, constant monitoring, and self-service capabilities enhance efficiency and customer satisfaction.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-the-power-of-chatbots-and-ivr-systems\"><strong>The power of chatbots and IVR systems<\/strong><\/h3>\n\n\n\n<p>In addition to workforce management strategies and technology, <a href=\"https:\/\/www.capgemini.com\/insights\/expert-perspectives\/empowering-agents-how-generative-ai-supports-contact-center-agents-in-banking\/\" target=\"_blank\" rel=\"noreferrer noopener\">Chatbots and IVR systems<\/a> are making significant contributions to contact center efficiency. <a href=\"https:\/\/www.gms-worldwide.com\/blog\/how-mid-market-businesses-can-use-chatbots-to-cost-effectively-scale-up-call-centres\/#:~:text=Chatbots%20are%20a%20great%20scalability,to%2080%25%20of%20routine%20inquiries\">C<\/a><a href=\"https:\/\/www.gms-worldwide.com\/blog\/how-mid-market-businesses-can-use-chatbots-to-cost-effectively-scale-up-call-centres\/#:~:text=Chatbots%20are%20a%20great%20scalability,to%2080%25%20of%20routine%20inquiries\" target=\"_blank\" rel=\"noreferrer noopener\">hatbots can reduce customer service costs by up to 30% by handling up to 80% of routine inquiries<\/a>, reducing the need for live human interactions and saving substantial costs. Key benefits include reduced case volume, seamless integration with human agents, and task automation.<\/p>\n\n\n\n<p>IVR systems, although sometimes overlooked, are essential for improving first contact resolution, efficiency, peak management, reduced operational costs, brand image enhancement, self-service opportunities, and overall customer experience.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-conclusion\"><strong>Conclusion<\/strong><\/h3>\n\n\n\n<p>Efficient forecasting, strategic planning, and a holistic approach to workforce management are vital for improving contact center performance. Technology, data analytics, and the strategic use of chatbots and IVR systems have become indispensable tools for achieving enhanced customer and employee satisfaction. By automating processes and making informed decisions through in-depth call center analysis, businesses can deliver a more efficient and satisfactory customer experience, which is critical for success in today&#8217;s competitive landscape.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\" section section--expert-slider wrapper-people-slider wp-block-cg-blocks-wrapper-people-slider undefined\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Author<\/h2><\/div><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\"><\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n\n\n<section class=\"section latestStoriesBlock \"><div class=\"container\"><div class=\"contentTitle\"><h2 class=\"story-heading\">Related research and insights<\/h2><\/div><div class=\"bleedImageWrapper row \"><div class=\"col-md-4 storyBox\">\n\t\t\t\t\t<div class=\"storyInfo FirstStoryTextInFourStories\">\n\t\t\t\t\t\t<span class=\"storyTag\">Point of view<\/span>\n\t\t\t\t\t\t<a class=\"storyTitle\" href=\"\/insights\/research-library\/ramping-up-customer-experience-cx-from-interaction-to-engagement\/\" aria-label=\"Ramping up customer experience (CX) \u2013 from interaction to engagement\" ><h3 class=\"story-subtitle\">Ramping up customer experience (CX) \u2013 from interaction to engagement<\/h3><\/a>\n\t\t\t\t\t\t<p>How banks are hyper-personalizing contact center interactions with generative AI copilots.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div><div class=\"col-md-8 storyBox\">\n\t\t\t\t<div class=\"imageWrapper imgWrapperFourStories escaper escaper-right\">\n\t\t\t\t\t<a href=\"\/insights\/research-library\/ramping-up-customer-experience-cx-from-interaction-to-engagement\/\" aria-label=\"Ramping up customer experience (CX) \u2013 from interaction to engagement\"  tabindex=\"-1\">\n\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=1024&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=1024&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=500&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" class=\"box-img\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg\" alt=\"\" style=\"object-position: 0% 0%; object-fit: cover;\">\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t<\/div><\/div><div class=\"row\"><div class=\"col-md-4 col-right\">\n\t\t\t\t\t\t<div class=\"storyBox\">\n\t\t\t\t\t\t\t<div class=\"imageWrapper\">\n\t\t\t\t\t\t\t\t<a href=\"\/news\/client-stories\/developing-a-one-unified-desktop-contact-center-for-a-leading-international-financial-institution\/\" aria-label=\"Developing a One Unified Desktop contact center for a leading international financial institution\" target=&quot;_blank&quot; tabindex=\"-1\">\n\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Anonymouos_Contact_Center_Banner-2880x1800-1.jpg?w=300&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Anonymouos_Contact_Center_Banner-2880x1800-1.jpg?w=300&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Anonymouos_Contact_Center_Banner-2880x1800-1.jpg?w=300&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Anonymouos_Contact_Center_Banner-2880x1800-1.jpg\" alt=\"\" style=\"object-position: 0% 0%; object-fit: cover;\" \/>\n\t\t\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"storyInfo\">\n\t\t\t\t\t\t\t\t<span class=\"storyTag\">Client story<\/span>\n\t\t\t\t\t\t\t\t<a class=\"storyTitle\" href=\"\/news\/client-stories\/developing-a-one-unified-desktop-contact-center-for-a-leading-international-financial-institution\/\" target=&quot;_blank&quot; aria-label=\"Developing a One Unified Desktop contact center for a leading international financial institution\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"story-subtitle\">Developing a One Unified Desktop contact center for a leading international financial institution<\/h3>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<p><\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div><div class=\"col-md-4 col-right\">\n\t\t\t\t\t\t<div class=\"storyBox\">\n\t\t\t\t\t\t\t<div class=\"imageWrapper\">\n\t\t\t\t\t\t\t\t<a href=\"\/insights\/research-library\/how-banks-can-use-generative-ai-to-enhance-marketing-disclosures\/\" aria-label=\"How banks can use generative AI to enhance marketing disclosures\" target=&quot;_blank&quot; tabindex=\"-1\">\n\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/11\/HOW-BANKS-CAN-USE-GENERATIVE-AI-TO-ENHANCE-MARKETING-DISCLOSURES-2880x1800px.jpg?w=300&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/11\/HOW-BANKS-CAN-USE-GENERATIVE-AI-TO-ENHANCE-MARKETING-DISCLOSURES-2880x1800px.jpg?w=300&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/11\/HOW-BANKS-CAN-USE-GENERATIVE-AI-TO-ENHANCE-MARKETING-DISCLOSURES-2880x1800px.jpg?w=300&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/11\/HOW-BANKS-CAN-USE-GENERATIVE-AI-TO-ENHANCE-MARKETING-DISCLOSURES-2880x1800px.jpg\" alt=\"\" style=\"object-position: 0% 0%; object-fit: cover;\" \/>\n\t\t\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"storyInfo\">\n\t\t\t\t\t\t\t\t<span class=\"storyTag\">Point of view<\/span>\n\t\t\t\t\t\t\t\t<a class=\"storyTitle\" href=\"\/insights\/research-library\/how-banks-can-use-generative-ai-to-enhance-marketing-disclosures\/\" target=&quot;_blank&quot; aria-label=\"How banks can use generative AI to enhance marketing disclosures\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"story-subtitle\">How banks can use generative AI to enhance marketing disclosures<\/h3>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<p><\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div><div class=\"col-md-4 col-right\">\n\t\t\t\t\t\t<div class=\"storyBox\">\n\t\t\t\t\t\t\t<div class=\"imageWrapper\">\n\t\t\t\t\t\t\t\t<a href=\"\/insights\/research-library\/modernizing-offer-management-systems-to-win-the-battle-for-growth\/\" aria-label=\"Modernizing offer management systems to win the battle for growth\" target=&quot;_blank&quot; tabindex=\"-1\">\n\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/08\/Offer-Management.jpg?w=300&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/08\/Offer-Management.jpg?w=300&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/08\/Offer-Management.jpg?w=300&#038;quality=70\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/08\/Offer-Management.jpg\" alt=\"\" style=\"object-position: 0% 0%; object-fit: cover;\" \/>\n\t\t\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"storyInfo\">\n\t\t\t\t\t\t\t\t<span class=\"storyTag\">Point of view<\/span>\n\t\t\t\t\t\t\t\t<a class=\"storyTitle\" href=\"\/insights\/research-library\/modernizing-offer-management-systems-to-win-the-battle-for-growth\/\" target=&quot;_blank&quot; aria-label=\"Modernizing offer management systems to win the battle for growth\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"story-subtitle\">Modernizing offer management systems to win the battle for growth<\/h3>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<p><\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div><\/div><\/section>\n\n\n<section class=\"wp-block-cg-blocks-wrapper-card-related-capabilities undefined card-related-capability\"><div class=\"cardelatedBgShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"contentTitle col-12 col-md-8\"><h2 data-maxlength=\"34\" class=\"capabilities-heading\">Discover our solutions<\/h2><\/div><\/div><div class=\"row\">\n<div class=\"wp-block-cg-blocks-card-related-capabilities col-md-4 gridbox card-block\"><div class=\"box box--1 capblock\"><div class=\"box-img-wrapper\"><div class=\"img-ratio\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/09\/Capgemini_Industries_Capital-Markets.webp?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/09\/Capgemini_Industries_Capital-Markets.webp?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/09\/Capgemini_Industries_Capital-Markets.webp?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"Capgemini Industries Capital Markets\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><div class=\"box-inner\"><a class=\"box-title\" aria-label=\"Banking and Capital Markets\" href=\"\/industries\/banking-and-capital-markets\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><h3 class=\"card-subtitle\">Banking and Capital Markets<\/h3><\/a><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-related-capabilities col-md-4 gridbox card-block\"><div class=\"box box--1 capblock\"><div class=\"box-img-wrapper\"><div class=\"img-ratio\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/Capgemini_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/Capgemini_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/Capgemini_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"Capgemini_Industries_Capital-Markets_Retail-banking\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><div class=\"box-inner\"><a class=\"box-title\" aria-label=\"Retail and Commercial Banking\" href=\"\/industries\/banking-and-capital-markets\/retail-and-commercial-banking\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><h3 class=\"card-subtitle\">Retail and Commercial Banking<\/h3><\/a><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-related-capabilities col-md-4 gridbox card-block\"><div class=\"box box--1 capblock\"><div class=\"box-img-wrapper\"><div class=\"img-ratio\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-1200x630-1.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-1200x630-1.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-1200x630-1.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"Customer Service Contact Center\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><div class=\"box-inner\"><a class=\"box-title\" aria-label=\"Contact Center Transformation\" href=\"\/solutions\/contact-center-transformation\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><h3 class=\"card-subtitle\">Contact Center Transformation<\/h3><\/a><\/div><\/div><\/div>\n<\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Enhancing contact center performance through effective workforce management<\/p>\n","protected":false},"author":114,"featured_media":658366,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"d091f055-2324-4289-9efe-a7c9669dedbc\",\"blogId\":\"1\",\"domain\":\"www.capgemini.com\",\"sitePath\":\"\/\",\"postLink\":\"https:\/\/www.capgemini.com\/insights\/expert-perspectives\/enhancing-contact-center-performance-through-effective-workforce-management\/\",\"postId\":976956,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false,\"hreflang\":\"\",\"link\":\"\"}","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"0ce653e5-be03-485e-bc72-ad8af69a7115\",\"blogId\":\"1\",\"domain\":\"www.capgemini.com\",\"sitePath\":\"\/\",\"postLink\":\"https:\/\/www.capgemini.com\/insights\/expert-perspectives\/enhancing-contact-center-performance-through-effective-workforce-management\/\",\"postId\":976956,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false,\"isEnabled\":true}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[1],"tags":[],"brand":[],"service":[45],"industry":[242],"partners":[412],"blog-topic":[152],"content-group":[],"class_list":["post-658365","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","service-customer-experience","industry-banking-capital-markets","partners-pega","blog-topic-customer-experience"],"yoast_head":"<!-- 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